The player from Latvia had reported an account block by the casino on the grounds of rule violation. However, the player insisted he had done nothing wrong and his account had been successfully verified. The funds of approximately 1890€ had been confiscated without any evidence of rule violation provided. After a thorough investigation, we found out that the issue had been related to sports betting. As we didn't have a branch dealing with sports betting, we had to reject the complaint. The player was advised to submit his complaint to websites that specialized in sports betting.
BetPlays Casino - Player’s account has been blocked and winnings confiscated.
Amount: €1,890
BetPlays Casino
Safety Index:HighSafety Index
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8.0
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Case closed
Our verdict
Other
REJECTED
Case summary
10 months ago
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11 months ago
Hi. Www.betplays.com have blocked my account on 19.01.2024 and confiscated all funds. Username: arc*** I got around 1890€ on my account balance. They have stated that i have violated rules, but i havent done anything wrong, my account was successfully verified. I dont have any other accounts with them, only this one. They havent provided any evidence that i have violated any rules.I really hope you can help me get funds back. Feel free to ask me any question.
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11 months ago
Hello archelo,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetPlays Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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11 months ago
Hi, Nick
1) My account was fully verified approximately on 9th of January 2024.
2) I accumulated winnings with real money, I have never used bonuses with Betplay.
3) I have spoken to them almost every day since 19th of January 2024, when they suddenly blocked my account. Last time I wrote them an email was yesterday(23rd of January 2024), I have asked them where I can submit external complaint and which licence do they have, they havent provided with clear answer, just told that all info is at the bottom of website page.
Feel free to ask me any question, I got nothing to hide.
Thank you for your fast response. Looking forward to hearing from you.
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10 months ago
Thank you archelo for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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10 months ago
Thank you, Nick
I hope Peter will help me to resolve my issue with Betplays.
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10 months ago
Hello there,
Thank you archelo for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask BetPlays Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can be done to help resolve this issue.
Thank you!
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10 months ago
Hello,
could we request more time to investigate the case?
Thank you in advance,
Betplays Team
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10 months ago
Hi,
They just said on the live chat that I will receive only 150EUR refund and thats all, they will not payout winnings.
I dont know/understand what kind of games they are playing right now, but I need explanations from them.
